Refund and Cancellation

Effective Date: 21/02/2026

At Mokai Herbal, we deal in premium skincare and personal care products. Due to the hygienic and sensitive nature of our formulations, we maintain a strict policy regarding cancellations and refunds.

By placing an order on our website, you agree to the terms outlined below.


1. No Cancellation Policy

  • Once an order is successfully placed, it cannot be cancelled under any circumstances.
  • Orders are processed immediately after payment confirmation.
  • We do not accept cancellation requests after payment is completed.
  • No modifications, changes, or address updates are permitted once the order is placed.
  • Customers are strongly advised to carefully review their cart, shipping details, and product selection before completing the purchase.

2. Strict No Refund Policy

Mokai Herbal follows a strict NO REFUND policy, except in verified cases where the product received is:

  • Damaged during transit
  • Physically broken
  • Leaked
  • Expired at the time of delivery

We do not issue refunds for:

  • Change of mind
  • Skin reactions or personal suitability concerns
  • Incorrect product selection by the customer
  • Opened or used products
  • Dissatisfaction with fragrance, texture, or results

Due to hygiene and safety regulations, once the product seal is opened, it is considered used and non-resalable, and therefore strictly non-refundable.


3. Mandatory Unboxing Video (Compulsory for Claims)

To qualify for any damage-related claim, the customer must provide a clear, uninterrupted unboxing video showing:

  • The sealed outer packaging
  • The shipping label with order details
  • The full unboxing process
  • Visible proof of damage / leakage / defect

Important:

  • The video must be recorded in one continuous take (no cuts or edits).
  • Claims without an unboxing video will be automatically rejected.
  • Photos alone are not sufficient proof.

This policy ensures fairness and prevents misuse.


4. Damaged / Broken / Expired Product Claims

If you receive a damaged, broken, leaked, or expired product:

Please attach:

  • The unboxing video
  • Clear product images
  • Your order number

After verification, we may offer:

  • A replacement product, OR
  • A refund to the original payment method (at our sole discretion).

Claims made after 12 hours of delivery will not be entertained.


5. No Exchange Policy

  • We do not offer exchanges.
  • If you wish to try a different product, you must place a new order.
  • Previously purchased products cannot be returned or exchanged.

6. Policy Agreement

By completing your purchase on Mokai Herbal, you confirm that you have read, understood, and agreed to this Refund & No Cancellation Policy


For support, contact:
📩 support@mokaiherbal.com

Thank you for choosing Mokai Herbal. 🌿